RYG ChurnZero Conference by Annie Stefano https://padlet.com/amstefano/y72kvk2cqkkr7js Churn Baby Churn! Start a shelf with the session title and add notes of any kind! en-us 2020-10-07 19:46:50 UTC 2024-07-24 07:48:01 UTC hello@padlet.com https://padlet-uploads.storage.googleapis.com/402898243/5f19c838176c722380a389d22b79478a/RP_Email_Logo_200w.png Session Spreadsheet amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/811713803 Thank you @Liz, for making an easy to read session sheet for us to review!]]> 2020-10-07 19:51:50 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/811713803 CZ LOBBY for Event amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814176121 2020-10-08 15:18:47 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814176121 amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814422724 2020-10-08 16:14:24 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814422724 CS Shared Drive: CZ RYG 2020 amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814426248 2020-10-08 16:15:13 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814426248 CS Shared Drive Folder amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814433878 2020-10-08 16:16:57 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814433878 amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814437232 2020-10-08 16:17:45 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814437232 Future https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814438781 Automating as much as possible (onboarding, training, etc.)within the product. Allowing CSM role to be rebalanced to focus on strategic tasks, providing counsel, driving business, partner to product team.]]> 2020-10-08 16:18:07 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814438781 Who Owns What amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814455601 Who owns implementation? Product or CS in relation to onboarding new clients?

Is there a difference between implementation or even data integration/implementation and product/user training?]]> 2020-10-08 16:21:36 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814455601 NPS - Good Parameter? amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814585956 Think of creating a persona based NPS not a WHOLE audience, because different views provide different use and feedback.

Consider HOW administering the NPS (email vs in app)

Have an action plan on WHAT you plan to do with it]]> 2020-10-08 16:51:31 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814585956 Session Materials https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814632616 2020-10-08 17:02:06 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814632616 Notes amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814645634 Journey Maps & Service Blueprints
  • Determine the value stream or phases to understand what the journey has been from the beginning, to the end
  • Buy more? Stay? or Leave?
  • Establish Required Behaviors of the team
  • Work with product on a sprint system or backlog of CS pending activities can be included in review
  • Have CS act as active QA in areas of expertise along with active Clients (could be added to ChurnScore)
]]> 2020-10-08 17:05:03 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814645634 Session Materials https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814655346 2020-10-08 17:07:15 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814655346 Notes https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814660133 Quorum

They were in high growth mode. Hiring many CSMs regularly (1 per month)

Hired CSM Opps Manager

Plummer (data systems)
Analyst
Process improvement

Surveyed CSMs
Gathered data
Learned that data points were creating noise. 

Outlined a number of paths to value for customers

Used data to identify at risk clients, auto journeys

I have been wrong more times than I have been right, but in all we're moving in the right direction. WE're trying things and we're learning to iterate quickly

CS Ops at Quorum lives in CS, not in Ops. 


]]> 2020-10-08 17:08:18 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814660133 Notes https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814675014 Speaker talked through this Power Point: file:///Users/natacha.fortis/Downloads/Vyopta_BIGRYG_Behavioral_Economics_and_Customer_Success.pdf]]> 2020-10-08 17:11:43 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814675014 Session Materials https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814676248 Same PP as above.]]> 2020-10-08 17:12:00 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814676248 Additional Resources https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814679141 2020-10-08 17:12:40 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814679141 Notes https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814685159 Org Map:
Multi-thread points of contact - build stronger relationships.
~ID POC's -include their info.
~Who od POc's report to
~Who reports to them?
~What is internal landscape?
User List:
~Power users - Use cases
~Other relationships -other executive relations?
Team members who have relationship with contacts with your customers.
Contacts Outside org.
~personal contacts, prev ees. etc
Cross-Sell opportunities

Tooling:
Build a Universal Format
sharing of info to new CSP.

How do dig into finding this information:
LinkedIn
Sales Nav
Deiscover Org
Lea IQ
Hunter.io
D&B Hooovers
UpLead
S&O Capital 
Crunch base.
Company website
News alerts****
Outreach Strategy:
Account Prioritization
 Highest ARR
  Largest ee count
  Multithreading for renewal 
growth opportunities
Directional Prioritization
Find TOP down
main POC out
Hot outreach vs  Cold outreach
As by name
Symbiosis - Clear asks and value on both sides - how it help them as well
Pre write the outreach for them
Be polite but persistent. Curious - ask why - 
When to use this?
-Onboarding 
-EBR or growth opportunity
-Renewal
-POC lost - 
Build this in prices - starts with onboarding and continue to build out throughout the relationship.








]]> 2020-10-08 17:14:03 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814685159 Notes https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814685762 https://docs.google.com/document/d/1yPd1_wz0KDhdPgf4c5JfbbWiI2LEIqObw5JiC9ZMEn8/edit?usp=sharing]]> 2020-10-08 17:14:12 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814685762 Session Materials https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814686074 2020-10-08 17:14:16 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814686074 Additional Resources https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814686439 2020-10-08 17:14:21 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814686439 Session Handouts https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814686837 2020-10-08 17:14:27 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814686837 The Value Stream amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814687476 happy Customers = Revenue which helps with Budget to build a team of value and purpose]]> 2020-10-08 17:14:36 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814687476 Notes amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814815825 Weekly Standups to Daily Standups

Shifted Bi-Weekly to Weekly sessions

All Staff weekly on Fridays with action staff highlighting what's happening, as opposed to monthly meetings that seem so far apart.

1:1 Meeting Shifts
Balancing the load of communication
  • Zoomed out? Try phone instead
  • Encourage time away

How do you further connect with team?
  1. Turn on Your Cameras
  2. Don't be afraid to connect to the person, not always about the business

How are you communicating with your team?
  • Slack, Email, Phone
  • Guidelines around Slack, what should it really do? Don't let it become the new water cooler
  • If its important, send an email
  • If its a notification, slack is best
  • Goal of INBOX 50 in email instead of INBOX 0
    • Consider project management of tracking email as a line item in a calendar
]]> 2020-10-08 17:44:04 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814815825 Notes: https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814817761 https://docs.google.com/document/d/1k5Nxe4LEzyQR8FDtY9d9G7k4H46sAWT516OcoHIxzGo/edit?usp=sharing

The Winner of the Debate? Those Against CS owning the Renewal

(BOO!!!)


]]> 2020-10-08 17:44:29 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814817761 Notes & Materials amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814860872
  • Consider daily stand ups, human time
  • Move weekly meetings to bi-weekly
  • Consider activities or challenges that are virtual (fridge contest, music video)

  • Slack Guidelines for quick notifications
    • ]]>     2020-10-08 17:54:18 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814860872     Resources https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814869721 2020-10-08 17:56:13 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/814869721 Notes & Materials amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815000631
  • Have to implement a CRM, can't know what clients need without
  • CS helped with escalations of product issues
  • CS represents the VOC or voice of the customer, working with product often on escalation, QA, etc.
  • Forming this bridge helps with retention

    • How to Avoid Friction Between Product and CS
    • Start with what info is necessary and in which context
    • Then work together on understanding the language differences of CS vs Product
    • A product manager and CS managers can help to refine this
    • Start with common values or Norms between the two teams

    Product and VOC displays in Retention, if clients renew or stay, it is because CS listened, product produced, and clients stay.
    ]]>     2020-10-08 18:27:08 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815000631     Materials https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815145663 2020-10-08 19:07:57 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815145663 Notes https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815146058 One leader Lucy
    CS Associate - small -tech touch
    CS Manager - mid - varied

    Enterprise CSMs - internal promotions, look for background in account management

    mid market, mid level - more creative hiring (technical curiousity)
    Do lightweight demo of product in interview process

    Antoinette

    SMB
    MidMarket
    Enterprise

    What attributes?
    Active listening
    Resilient
    Strong time management skills

    Automate as much as possible. Guide CSPS to key areas of concern etc. What needs a human touch.

    Every risk type is treated the same way via journeys.

    ChurnZero = centralized data, allowed for more proactive approach

    CS Ops
    Part of Operations team. 
    Build and scale repeatable processes
    Collaboration with sales ops, cs, marketing

    Signs ready for CS Ops:
    Using a lot of different tools
    Too many people managing too many different processes
    Moving to more data driven approach to journey management
    Need for clean data

    Always get CSMs and CS leads into change. They own it and have input.

    Get leaders involved in speaking with customers

    Take time to plan out how you see your organization growing based on your customer base. Make a quarterly growth plan. Don't be afraid to pivot. You're going to have to iterate. Work smart not long


    ]]>     2020-10-08 19:08:05 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815146058     Notes and Materials amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815253575 How do you know? How can you tell?
    • You can just feel it
    • Churn is considered a CS problem
    • Afterthought on decision making and strategic planning
    • Struggle to get what we need
    *We are NOT 2nd class citizens at RP!

    ]]>     2020-10-08 19:45:31 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815253575     Liz Notes https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815258337 CS won't be taken seriously if you're not working laterally across the org. 

    Tell the story of the relationship with Data.

    Fewer anecdotes, more data

    ]]>     2020-10-08 19:47:19 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815258337     Notes & Materials amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815275014
  • Metrics depend on size of the customer
  • Churn figures will vary based on market
  • Reveals more about the value of delivery not JUST the clients success
  • Is it really helping clients do what they need to do, change behavior, and help solve problems?

    • Other Meaningful Metrics of Success Rates at the Board Level
    • Shifts in market, users, product
    • Reflection on retention, full catalog of offerings - what are they using?
    • Trends over time

    Qualities of the BEST VP of CS
    • (Michael fits them all!)
    • Understands the complete sales cycle, what clients want out of the product or from CS
    • Having a great handle on data, cannot be anecdotal 

    How to convince a CEO to invest more into CS?
    • Most board are seeing retention is super important to the bottom line, growing existing customers
    • ROI behind it proven to be impactful
    • No brainer now vs a few years ago
    • You have to invest in it
    ]]>     2020-10-08 19:53:25 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815275014     Notes & Materials amstefano https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815373023 1:Many with engaging and personalized opportunities to help users achieve their goals

    There will always been people watching and listening and not always engaging, it doesn't mean they aren't engaged.

    Gain, Grow, or Retain
    • a community for CS leaders, not necessarily managers
    • (Similar to LLN)

    ]]>     2020-10-08 20:33:31 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815373023     Spotlights https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815401523 Podcast as a core pillar of shining a light on customers and that leading to account based marketing, creating referrals and best practices.  Show new partnerships how to succeed.  

    CS Leadership Office Hours Thursdays 11:30 am ET.  Gaingrowretain.com for more info.


    ]]>     2020-10-08 20:46:12 UTC https://padlet.com/amstefano/y72kvk2cqkkr7js/wish/815401523